Handling a Wide Range of Customer Service Activities with One Cloud-Based Solution
Having started its operations in 2001, Provident has since become one of the best-known loan companies in Hungary, offering personal loans to citizens. The company builds on excellent customer experience, serving more than 220.000 customers with the help of their dedicated team of 2000 employees.
Provident’s customer service team handles a wide range of customer activities, including inbound sales & service, telesales, debt collection, and complaint management. However, they were relying on several, outdated on-premise solutions, with their agents having to navigate around different systems, resulting in reduced productivity.
In particular, although telesales and debt collection activities are an important part of Provident’s operations, the company was partly using a manual dialer, meaning their agents needed to manually call back customers who contacted the company online – again resulting in decreased efficiency.
Furthermore, Provident handles both incoming and outgoing customer queries, and therefore their call center team often experiences peak times. With these periods occurring at different times, depending on the nature of their activities and campaigns, Provident was struggling to effectively allocate their resources.
Last but not least, with more than 220.000 customers, constantly being available to customers is of utmost importance for Provident. However, as the company was relying on on-premise solutions, it took a significant amount of time to switch to backup operations if an unexpected situation, such as a power outage or downtime, occurred.
After realizing they needed to modernize their call center processes, Provident decided to migrate their operations to the cloud and look for a new solution that would allow them to use a wide range of features on the same platform.
VCC Live’s user-friendly and highly-customizable solution offered Provident the advanced functions they were searching for, living up to the expectations of the company’s multi-activity call center.
As Provident normally initiates huge numbers of outgoing calls on a daily basis, they needed a dialer that would allow them to increase the level of agent activity and reach the maximum number of customers. VCC Live’s predictive dialer proved to be perfect for Provident, allowing them to easily fine-tune their needs for each of their campaigns.